Our customers rely on us to support IT efforts by providing staff augmentation and other services listed below.
We offer the below services to provide you with standardized or customized training, depending on your needs.
We offer outsourced call center services and can also asist with call center buildout and optimization. Learn more about our call center services below.
CUSTOMER EXPERIENCE (AAPII METHODOLOGY)
We use a proprietary methodology to provide outstanding, award-winning citizen experiences for our clients. Our services cover a wide range of strategies to assess and ultimately improve agency operations for citizens, employees, and leadership alike.
Learn more about our innovative AAPII methodology!
Customer Journey Mapping
Customer journey mapping is a tool used to understand customer needs, pain points, and behaviors, and it can be used to identify opportunities for improvement in the customer experience.
Employee Journey Mapping
In a study of US workers surveyed by consulting firm Eagle Hill, 64% said that the employee experience impacts their ability to serve customers. Employee journey mapping is an excellent way for organizations to understand how their employees see the workplace and how it impacts their ability to serve customers.
Interviewing a small number of demographically similar people who have other common traits/experiences in an area (e.g., employees on a particular team or citizens that have used a particular service) allows us to draw deeper insights than just sending a survey because conversations can provide nuances that are critical to understanding an issue.
While technology is only part of the picture where the customer’s experience is concerned, it is a very important part. We assess the existing technology to ensure that it provides our clients all the tools they need to reach their customer experience goals.
Business Process Assessment and Re-Design
Business process assessment is a detailed, multi-step examination of each part of a process to identify what is working well in your current process, what needs to be improved, and how any necessary improvements can best be made.
Root Cause Analysis
Root cause analysis focuses on discovering the root causes of problems in order to identify appropriate solutions. It helps to systematically prevent and solve underlying issues rather than just providing “Band-Aid” solutions.
An SWOT analysis assesses internal (strengths and weaknesses) and external (opportunities and threats) factors that might affect an organization to assist in future planning and strategy.
Gap Analysis/Needs Assessment
A gap analysis assesses whether business requirements or objectives are being met and, if not, what steps should be taken to meet them. It identifies the “gaps” between where a business is in meeting its objectives and where it wants to be.
CX Best Practices
By having a clear understanding of best practices in the CX industry and applying them to our clients’ specific circumstances, we provide them with an advantage in moving their CX strategy forward.
CX Road Map
Performing a careful analysis of all data and drawing informed conclusions are critical to providing our clients a road map of next steps in achieving short- and long-term customer experience goals. In addition to budget and timeline, each road map includes an identification of Quick Wins and Long-Term Goals.
Creation/Revision of Baseline Metrics and KPIs
Identifying the right metrics and KPIs to drive employee behavior and reach CX goals is based on experience and an understanding of our client’s specific environment.
ProcedureFlow is a reimagined knowledge base and training tool built specifically for use in contact centers. ProcedureFlow helps large organizations with complex processes to accelerate training and onboarding of new contact center agents and enables them to perform their duties more quickly and more accurately. Learn more about ProcedureFlow.
CX/CS Training Design and Delivery
Our training and instructional design experts create customized instructor-led and online training courses and programs to ensure employees are equipped to meet the organization’s CX goals.
Contact Center Planning/Optimization
Our team of experts evaluates existing contact center technology, processes, and facilities for efficiency and provides recommendations for optimization.
Contact Center Buildout
Contact center buildout is creating a new contact center from scratch. It includes making recommendations on resources needed and the number of resources, location, budget, management, processes, technology and training.
Creation of Citizen-Focused Environment
One of our strong suits is providing our clients with the tools and tips to create a citizen-centric culture, where every employee in their organization is focused on ensuring that their customers experience excellence.
Creation of Continuous Improvement Culture
Along with a citizen-centric environment, it is important to have a culture of continuous improvement. We work with our clients to help them to create that culture through a series of structured exercises.
Seamless customer experience for your constituents
Cost-effective, citizen-friendly solution
Exceptional and efficient service
Employees feel empowered as your internal customers, so they can deliver world class service to your external customers